Day 1 | Wednesday, February 19
9:30 am - 10:00 am
Check-in + Welcome Breakfast
10:00 am - 10:30 am
Exchange Orientation + Opening Remarks
10:30 am - 11:00 am
CMP Research Signature Study | AI for CX: Presenting CMP Research Prism for Customer Analytics
Brian Cantor -
Managaing Director, Digital,
Customer Management Practice
Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools.
As automation accelerates, robotics and autonomous systems are no longer back-office tools—they’re at the heart of customer experience. From AI-powered service bots in retail to autonomous delivery fleets and robotic process automation (RPA) in financial services, businesses are deploying smart machines to create faster, more personalized, and cost-effective service.
This session explores how autonomous technologies are transforming both CX and EX, helping brands reduce wait times, increase accuracy, and free up human talent for high-value work. Learn from real-world use cases in healthcare, logistics, and hospitality, where human-machine collaboration is driving efficiency and empathy at scale. We’ll examine how to integrate robotics into your tech stack without losing the human touch—and how to ensure ethical, safe deployment that earns trust and boosts operational agility.
Setting clear service standards and behaviors is essential for translating your service vision into reality for frontline teams. Implementing a continuous and engaging learning program will help ensure everyone understands and integrates these standards across the organization. Additionally, commit to cultivating an empathetic, diverse, and inclusive workplace, leading to exceptional customer experiences. Join Andrea to explore effective practices that foster a high-performance culture, enhance leadership capabilities, and boost employee engagement.
11:15 am - 12:15 pm
Networking Brunch
Sponsored by: Goodcall
12:15 pm - 1:45 pm
Business Meetings
1:45 pm - 2:00 pm
Comfort Break
2:45 pm - 3:15 pm
The Social Safety Balancing Act: Navigating Trust, Safety, and AI in CX
As the digital world continues to evolve, the design of social platforms has far-reaching implications for user well-being, trust, and safety. In this forward-thinking keynote, Nishtha Jain examines the unintended consequences of current platform design and makes a compelling case for integrating safety as a core design principle. With the rise of generative and agentic AI accelerating user engagement and personalization, Jain explores the need for clearer accountability standards, including the potential for digital safety labels. Drawing from cross-industry examples and human-centered design approaches, this session challenges CX, UX, and technology leaders to prioritize trust, ethics, and user protection at the foundation of innovation.
Sponsored by: Goodcall
3:15 pm - 3:45 pm
Comfort Break
Generative AI is set to transform customer experience from simple automation to dynamic collaboration. This session explores how brands can leverage generative AI to create personalized content, design unique customer interactions, and co-create solutions in real time, enhancing engagement and satisfaction.
Key Takeaways:
Understand the evolution from AI-driven automation to generative co-creation
Identify opportunities for integrating generative AI in content and service delivery
Learn best practices for balancing AI creativity with human oversight
Explore case studies showcasing successful generative AI applications in CX
Sponsored by: Intercom
Catherine Hayes - Senior Director, AI & Analytics Automation, Onemagnify
Spatial computing blends physical and digital realities to create immersive, interactive customer journeys. Discover how AR, VR, and 3D interfaces can revolutionize product discovery, retail experiences, and customer engagement by enabling personalized, location-aware interactions.
Key Takeaways:
Explore emerging spatial computing technologies and their CX applications
Learn how to design seamless omni-channel journeys incorporating AR/VR
Understand challenges around hardware adoption and customer accessibility
Examine strategies to measure ROI on immersive CX initiatives
Sponsored by: OneMagnify
